Job Description

The Analyst/Senior Associate of Client Experience and Service Delivery will be a part of Strategy & Operations team for North America Innovation and will be part of the team that is transforming our product development and design process into one that leverages human centered design practices with a focus on actively engaging clients in product development and co-creation. The role will be part of the team building a business from our client consulting design practice as well as our internal product R&D efforts. The position is located in the San Francisco Innovation Center and will focus on North American products and clients.  This role reports to the Director of Client Experience for NA Innovation.

He/She will help Visa to accelerate the growth of its client-facing services. He/she will be a key member of the team, working closely with NA Innovation leadership to ensure high quality reporting. Additionally, he/she will collaborate closely with colleagues across Visa, including Finance, Sales, and our product managers and designers.

 Visa serves more than 16,000 financial institutions and is accepted at more than 44 million merchant locations in almost every country on Earth. Building the infrastructure to support a consulting practice with corresponding scale is the primary job of this role.

We are looking for a SWAN – someone who is Smart, Works Hard, is Ambitious, and NICE!

The Visa Innovation Center team hosts and co-creates with a wide range of guests including Banks/Financial Institutions, Merchants, Technology Providers, the Fintech and Startup community. The team acts as the “front of shop” for Visa innovation engagements and has the objective to share the Visa innovation vision and priorities, understand clients and partners’ needs and support them positively on their innovation journey. 

This role is the face of the Innovation Center for clients, visitors, internal stakeholders who want to engage the Innovation & Design team’s services.  They will be the key point of contact for all operations and logistics needs of the center. The role will also support client engagements such as Tours and Discoveries with C-suite clients and partners, along with a key role in running the center’s operations and improving the client experience.

The ideal candidate will work with minimal guidance in a fast paced, ambiguous work environment, and will have the ability to independently translate high level guidance into detailed deliverables. He/she will demonstrate good interpersonal skills and executive presence.

RESPONSIBILITIES

INNOVATION CENTER OPERATIONS & CLIENT EXPERIENCE

• Be the key operations point of contact for innovation engagements, team events and special events. This involves owning all logistics and every aspect of the client experience, including:

  • Center calendar management

  • Catering and hosting of clients / internal co-creation participants (senior executive event management)

  • Logistical needs such as badging, client travel to-and-from center  

  • Greeting clients

• Establish and be key point of contact for operational vendor relationships (such as barista, caterers, agencies, transport provider, alternate venues etc.)

• Be able to run tours of the innovation center for visiting internal and external clients

• Be a key point of contact for internal stakeholders and clients to request Innovation & Design team’s services and the innovation center calendar

• Suggest and be proactive about improving processes to enhance the client experience and make the center more efficient

• Educate internal stakeholders on the center’s offerings and intake process

• Ensure that 100% of engagements are taken in through a programmatic process

• Support brown bags and staff engagement events in the center (eg has a passion for employee engagement)

• Planning and executing the end to end client delivery experience (ability to think ahead and create both scalable solutions and customized nice touches that enhance the overall client experience in the center)

• Own end to end planning of Innovation Center engagements including but not limited to: agenda development, content modules, client hospitality and experience (eg catering, hosting, etc.)

• Coordinate all visits to the innovation center – from intake to scheduling to staffing to content development and feedback

• Own the look and feel of the innovation center and ensure our centers are looking fresh and consistently updated

• Coordinate across the business to ensure client feedback is exceptional and, driving increased NPS scores internally and externally

• Ability and willingness to be a “jack of all trades” and pick up tasks with passion and excellence

Qualifications

BASIC QUALIFICATIONS:

·        3+ years of work experience

PREFERRED QUALIFICATIONS:

• Bachelor’s degree preferred unless vast amount of diverse and relevant work experience proves to be qualification enough

• Experience working in highly matrixed organizations with many key stakeholders

• Ability to role up sleeves and take on many hats if needed

• Ability to think strategically to drive business and client outcomes and detailed oriented around logistics and client experience

• Ability to set and meet deadlines in a fast-paced environment

• Strong writing, presentation, and organizational skills

• Understanding or strong desire to learn about payments and FinTech industry

• Desire to be a part of an innovative team and ability to think outside of the box

• Familiarity with agency or consulting business models

• Passion for creating magical customer experiences

• Relevant experience in marketing, logistics, event management, client experience or service a plus

• Track record of client-facing experience including engaging with C-level executives

• Excellent project management skills, organization, and ability to manage multiple workstreams at the same time

• Excellent communication skills – e-mailing and speaking to senior level executives

Additional Information

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

PHYSICAL REQUIREMENTS:

This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds.

TRAVEL REQUIREMENTS:

Less than 5% travel required

WORK HOURS:

Incumbent must make themselves available onsite during core business hours